Patient Information
Information At Your Fingertips
If you are a new patient to our clinic, please arrive at least five minutes before your consultation or fill out a new patient form here and bring the following to your consultation:
- Photo ID
- A valid Medicare card
- Workcover patients will need to inform their employer and bring their employer’s contact details for verification to arrange payment.
Fees
Billing Policy
Mixed billing is available to all patients with a valid Medicare card. Allied health services and specialist consultations may attract a fee and will vary depending on the complexity of the service or procedure required.
Services included from bulk billing include:
- We bulk bill patients under 16
- DVA card holders
- Concession and Pensioner card holders
Our weekend and public holiday consultations are all billed as private patients and fees will apply.
Appointments
New Patients Welcome
Our practice is appointment based, however we always welcome and accommodate walk-in patients. Our standard consultations are up to 10 minutes.
Appointments Types
Appointments for health assessments, complex medical problems or removal of skin lesions all require extra time. Whilst the Doctors aim to keep patients waiting times as short as possible; delays may occur. Walk-ins are -Welcome, New Patient -Welcome
Practice Policies
After-hours Consultations
If you need urgent medical care and Thornlands Doctors is closed, please contact (134 100).
Results
A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Thornlands Doctors will attempt to contact you regarding any urgent results.
Correspondence
Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through the secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.
Communication Assistance
If you require assistance with communication (e.g. a translator) please notify our reception team upon arrival. A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, a booking can be made online at https://www.nabs.org.au/ or by phoning 1800 246 945.
Complaints
We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention, so we can do better next time. If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.
If you’re still dissatisfied, contact The Health Care Complaints Commission (HCCC) here. The HCCC addresses healthcare complaints, ensuring public health and safety. Established under the Health Care Complaints Act 1993, it plays a key role in maintaining the integrity of the QLD health system, ultimately protecting individuals and the community.
Useful Resources
MyMedicare
MyMedicare
We invite all existing and new patients who consider us to be your preferred practice, to register for MyMedicare. To complete a registration, scan the QR code or register using the link provided on this page. If you have any questions, please contact our team.
What is MyMedicare?
The Australian Government has introduced a new voluntary patient registration model called MyMedicare to drive improvements in primary health care for all Australians and deliver new funding packages to primary care providers. MyMedicare will strengthen the relationship between patients and their health care teams by allowing patients to register with their regular general practice and select their preferred GP and providers within the practice. This registration aims to strengthen the relationship between you, your GP, and the team at Thornlands Doctors. For more information, please see the Registering in MyMedicare Factsheet for Patients.
What are the benefits of MyMedicare for our patients?
The key benefits to you include better access, better continuity of care, and better planning. Registration in MyMedicare is not compulsory, however it is recommended to improve continuity of care for patients. You can also change your mind and leave the program at any time. It does not affect your Medicare rights or benefits. Please reach out to our team if you have any questions.
